Telephone Communication Skills

Presented by B. Sandeep (08)

WHAT IS COMMUNICATION?

Process of exchanging information Common forms:

Learning Skills Written Skills

Spoken Skills
Reading Skills

Effectiveness of an organization depends mainly on communication.

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COMMUNICATION.

Process:

Types of communication:
Horizontal Upward Downward

TELEPHONIC COMMUNICATION
Conversation over telephone Informal: between family, friends, etc Formal: To communicate business related issues through telephone, like

Making deals Taking interviews Providing Service, etc

Focus on speaking and listening skills

LISTENING SKILLS

Three components of verbal communication:

- Rate of speech
Dos
Prepare to Listen Pay attention Focus on the Speaker Screen Out Distractions Take notes Assess the customers emotional state Assess the customers level of expertise
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- Tone

- Word choice
Donts

Dont interrupt Dont finish a customers sentence Dont assume

SPEAKING SKILLS

Remember, our attitude, or tone, makes up 85% of the message we convey to our customers over the telephone.
Dos
Smile Use the callers name Think before you talk Echo important points Acknowledge the customers problem Mirror your customers Tape or monitor calls
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Donts
Dont use jargon or abbreviations Dont mumble Dont use negative language Dont argue

FEW MORE INSTRUCTIONS

Identify yourself

Find out the purpose of call

Be clear and concise using short, simple, descriptive words

Answer promptly, be courteous, calm, pleasant, enthusiastic, give the caller full attention and speak with

a strong voice
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FEW MORE INSTRUCTIONS (CONTD)

Do not yell or talk to others in the room while you are

on the telephone.

Do not eat, drink, or chew gum while talking on the telephone.

Make sure that the caller has no more queries Let the caller hang up first

Use please and thank you, Goodbye, etc

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CONCLUSION

Communication is an art and mastering that art can be the key for building stronger customer relationships.

Required for every individual in any organizations

Enable business process at ease and saving time

Helps in serving the customer better

REFERENCES

Effective Telephone Communication Skills by M.M. Schiffman

Wikipedia.org

Google.com

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